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Freshservice vs Kaseya Vorex comparison

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Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
668
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
Freshservice
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
40
Ranking in other categories
Help Desk Software (6th), Project Management Software (14th), Cloud Management (18th), IT Asset Management (7th), IT Service Management (ITSM) (7th), Configuration Management Databases (5th), IT Alerting and Incident Management (14th), AI IT Support (6th)
Kaseya Vorex
Average Rating
9.0
Reviews Sentiment
6.1
Number of Reviews
2
Ranking in other categories
Help Desk Software (20th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
Raja Farrar - PeerSpot reviewer
IT Service Delivery Manager at Symposiam
Automation and AI have transformed our service delivery and have made IT support faster and more efficient
I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.
Rajendra Karad - PeerSpot reviewer
Team Leader at Orient Technologies Pvt. Ltd.
Platform excels across departments but requires more focus on integration and IT management features
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products. The enhancements are very limited. Multi-tenancy was lacking in Kaseya Vorex. Tenancy was not 100% there in Kaseya Vorex. The IT Asset Management feature was very limited. The Service Desk was also limited because it is not a full-fledged ITSM; it was a professional service automation platform. Integrated communication tools were somewhat lacking in Kaseya. Multi-channel collaboration integrations were not there. The Service Desk was not in complete compliance with the ITIL framework.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Overall, the commands provided have enough range to complete almost any task, with creative out-of-the-box thinking required sometimes for workarounds."
"We found that Automation Anywhere was the easiest to use, and their offer was much more appealing compared to the other products, so that's why we ended up choosing them."
"We have increased our productivity internally by using RPA with our employees who are completing the same tasks every day."
"There has been a great return on investment."
"We are measuring ROI through quality: Reducing errors, saving time, and saving money."
"Automation Anywhere is easy to use and user-friendly due to its intuitive interface and straightforward implementation architecture, making it accessible even for those without a technical background."
"Automation Anywhere is a pioneer in RPA tools."
"The most valuable feature is its easy to use."
"The product is loaded with all the features you need."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"I would recommend it if you're looking for a really quick way of getting your help desk up and running with a ticketing system and some pretty cool automation with emails, notifications, etc."
"All features explored in Freshservice have proven to be helpful in reducing workload and ticket redundancy."
"Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months."
"I do like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly."
"The solution is very responsive with a 97% success rate in funneling customer tickets."
"This solution has provided us with a level of ticket traceability that didn't exist previously, and we now have statistics and data that tell the story of what our support engineers have been doing, improving speed and reliability."
"Kaseya Vorex is a comprehensive platform with a service desk, project module, CRM, and a complete finance model with auto billing."
"The platform's most valuable feature is the ability to produce daily summary reports."
 

Cons

"One area where I think there's an opportunity to do things a lot better is in the analytics function. They do have a concept or product called Bot Insights. It hasn't worked for us. It isn't as plug and play as we were led to believe, which is unfortunate. I can absolutely understand the value, and the demonstrations that I've seen of Bot Insights are sensational. But, we just haven't been able to make it work. We've invested a lot of time and effort trying to make it work to no avail."
"There was a time when I would have rated it at around fifty-fifty percent, but now Automation Anywhere uses AI for customer support."
"Debugging can be particularly tricky; identifying the exact reasons for bot failures can be time-consuming."
"Automation Anywhere is expensive. They should consider lowering the price to make Automation Anywhere more affordable to SMEs, which comprise a huge segment."
"The approval process needs improvement."
"Automation Anywhere is headed in the right direction but they still have a good way to go."
"Automation Anywhere can be improved by integrating self-correction capabilities into the bots, particularly as we develop RPA, where changes in environment paths require additional redeveloping efforts."
"Vertical connecting lines would be appropriate within the code, and a collapse/expand feature for code blocks would be ideal."
"Freshservice can be improved by enhancing Asset Management or CMDB accuracy."
"Freshservice could improve the delegation and workflow management features."
"There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved. It should optimize and allow customization. Additionally, asset management needs improvement."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"We would like to have chat as a support channel in order to enjoy the same benefit of real-time support that Freshdesk has."
"There is room for improvement in reporting for project management."
"In hindsight, Freshservice isn't the solution we should have chosen, as it's just not customisable enough."
"I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers."
"Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products."
"Kaseya Vorex's customization features could be better."
 

Pricing and Cost Advice

"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."
"It is not cheap, with costs ranging between 700 to 800 dollars per month. While Power Automate is cheaper at 15 dollars per month, Automation Anywhere offers superior features, user-friendliness, and smoothness."
"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."
"It is subscription-based. They have different schemes. The price depends on how you negotiate with the local partner or local representative in your country."
"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."
"Because it reduced the time duration of our processes, our costs went down."
"This is a value for the money product."
"The setup and licensing cost is affordable, and it is not exaggerated like UiPath."
"It is $34 per license, per agent. Currently, we don't see any add-ons at extra fees."
"It was a middle tier. It wasn't an expensive one. It was a tier model usage. Licensing costs varied between admin users and regular users."
"The pricing information is on their website. It's my understanding that their Pro Plan, for example, is around $89/month."
"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."
"One of the key benefits of Freshservice is license management. Asset management has the possibility to keep track of licenses and that's very useful. The price of the solution is very good."
"Our licensing fee for Freshservice is $2,500 a year."
"There are some additional costs but not that many. For example, we have unlimited assets, which is something for which we pay extra. We also paid for additional orchestration. I would rate it a three out of five in terms of pricing. They are right in the middle."
"The solution has an annual licensing model."
Information not available
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Manufacturing Company
11%
Construction Company
10%
Outsourcing Company
10%
Comms Service Provider
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
By reviewers
Company SizeCount
Small Business24
Midsize Enterprise5
Large Enterprise16
No data available
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What is your experience regarding pricing and costs for Freshservice?
I cannot comment much on the pricing, setup cost, and licensing for Freshservice as it was already preset up in my co...
What needs improvement with Freshservice?
I believe Freshservice can be improved by offering more advanced features and customizability. In terms of improvemen...
What is your primary use case for Freshservice?
In Freshservice, I typically use it for day-to-day tasks. A quick, specific example of how I use Freshservice in my d...
What needs improvement with Kaseya Vorex?
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which ...
What advice do you have for others considering Kaseya Vorex?
There is no comparison to SolarWinds Service Desk when compared with Kaseya Vorex because both platforms are altogeth...
What is your primary use case for Kaseya Vorex?
Kaseya Vorex is a platform which caters to an entire organization, from IT support to HR, logistics, and financials. ...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
Flint
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
CROWD, GetApp, Capterra, Software Advice
Find out what your peers are saying about Freshservice vs. Kaseya Vorex and other solutions. Updated: November 2026.
920,769 professionals have used our research since 2012.